The Zendesk Suite – What You Need to Know

The Zendesk Suite is a unified offering for multiple customer support channels, designed for companies that want to provide a unified and seamless experience, regardless of how their customers choose to interact with them.

The Suite integrates email, live chat, phone, self-service help centres, and any other channel connected into the platform – including social media.

In addition, the product offers everything businesses need to allow conversations with customers to move from one channel to another without the customer having to repeat information.

Customer service productivity increases significantly with a unified interface, simplified workflows, better collaboration, and consistent reporting. The ability to have conversations across different channels with full customer context also results in higher customer satisfaction.

Zendesk data shows that compared to companies that did not integrate across channels, companies that take an omnichannel approach have 31 percent lower first-resolution times and customers have 39 percent lower wait times.

“Before Zendesk, we had call centres in Turkey, Argentina, Peru, and Brazil, but they weren’t integrated into a unified ecosystem; we wanted to centralise data so that we could help drive improvements in the business,” said Orlando Gadea, Business Innovation Manager at Stanley Black and Decker.

“Our contact centres were not designed around multichannel response, so we didn’t have a way to answer questions coming in through different channels.” 

“We needed something flexible and easy to implement. Zendesk gave us a solution that integrated all channels in the way that we needed.”

According to Zendesk, The Suite helps companies jump-start their omnichannel strategy and scale operations with less complexity and lower costs.

Watch the video to find out more on Zendesk Suite.

More About Connect

As the volume of conversations between customers and businesses increases, Zendesk Connect brings together all previous customer actions, support history, and user preferences in one place to provide companies with complete customer context.

By having this aggregated data, customer support teams are able to scale customer communications with automated, yet personalised real-time messages tailored to a customer’s usage and preferences.

Using Connect, companies can predict customer needs and proactively reach out to address known problems before the customer asks for help.

Freshly, a subscription-based food company that delivers healthy, fully prepared meals directly to customers’ doors, uses Connect to send tailored emails as opposed to generic marketing blasts.

“Connect enhances our support team’s capabilities, giving us the power to further personalise our customer experience based on each interaction,” said Colin Crowley, Vice President of Customer Experience at Freshly.

Author: Robyn Coppell